Becoming an Effective SQA Manager Robert Sabourin President AmiBug.Com, Inc. Montreal, Canada rsabourin@amibug.com Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Becoming an Effective SQA Manager It’s all about people! (and the occasional bug too) Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Becoming an Effective SQA Manager Overview Introductions Fundamental Question in Software Engineering! Summary of key points from the “Parable of the Effective SQA Manager” Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Becoming an Effective SQA Manager Robert Sabourin , Software Evangelist President AmiBug.Com Inc. Montreal, Quebec, Canada rsabourin@amibug.com Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

AmiBug.Com, Inc. Software Development & SQA Consulting Services Training, Coaching and Professional Development Light Effective Process Team Building and Organization We help people to get things done! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

I am a Bug In the style of a children's book. Robert & Catherine Sabourin ISBN: 0-9685774-0-7 www.amazon.com In the style of a children's book. Explains elements of software development process in a fun easy to read format. Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Fundamental Question How do you know when you are finished? Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Definition of a Bug To make our job more fun, whenever we have a concern with software, we call it a “bug”. Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Fred and NoGo.com Story about Fred Fred will have a simple adventure Learn many things Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Fred Composite of many I have worked with Worked as a guru in software testing Worked for a well organized company Isolated from the big picture Worked well with developers Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Fred But his company for some reason just didn’t slice it Ran out of funds Could not sustain the pressure Even with great testers like Fred Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Fred’s New Job Head hunters found Fred a new job in no time flat Fred was hired as an SQA director at NoGo.Com Fred was brought in to make things happen and get things done Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

NoGo.Com Evaluation Criteria Does he breath? Does he get along with developers? Can he find serious, damaging and dangerous bugs? Available Now? Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

NoGo.Com Chaos Fred needed help Politics Developers vs SQA Prod Man vs Developers Prod Man vs SQA Test bottlenecks projects Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

NoGo.Com Blame Fred is squeezed! Scapegoat Responsible Must get things done Needs Wisdom Needs Sage Council Needs a Mentor Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

The E-SQA Manager Warm and welcoming Available Door is open People around office look busy Seems to have time Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Welcome to Q - II E-SQA Manager said something that caught Fred off guard He said “Welcome to Quadrant II” And he shook my hand … what is going on? Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Q - II E-SQA Manager explained Q - II Steve Covey “7 Habits of Highly Effective People” A new paradigm of time management Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Quadrants What we do with our time? How do we use our time Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Quadrants Urgency Importance Things that require and demand our attention now Importance Things that have significance, meaning and value Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Time Management Matrix Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Four Quadrants QI Urgent / Important The pressing issue of the day that if it is not dealt with all other things become irrelevant! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Four Quadrants QII Not Urgent / Important Long term issues which have significance and which improve things Not pressing Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Four Quadrants QIII Urgent / Not Important Those unimportant activities which take your immediate attentions Time stealers Some phone calls or unimportant interruptions Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Four Quadrants QIV Not Urgent / Not Important Some wasteful mindless activities Watching a mindless TV show Reading a romance novel Some unreasonably popular web sites Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

What about Vacations? Should be in QII Not QIV Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

What about learning and teaching? Should be in QII Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

QII This is where you have to be in order to make a significant impact of your environment To make things better and have a lasting influence To be effective To really get things done! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

QII By seeing the E-SQA manager to learn about how to become a more effective SQA manager Fred is essentially in QII This is not an urgent activity but obviously important Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

QII You can force yourself into QII by doing activities such as Retreats Writing a diary Taking time to get advice from other Sharpen the saw Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Inverted pyramid The effective SQA manager facilitates Makes it possible for the team to succeed Makes it possible for individuals to succeed Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

The 4 Ps E-SQA Manager explains that to get things done you and all of your team must understand the 4 Ps Purpose People Practical Process Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Purpose The E-SQA Manager explains “At our organization we have a special focus on helping increase the value of our organization, we look at things from a business prospective always keeping in mind the key stakeholders, our customers, employees and shareholders” Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Purpose “The role of SQA in our organization is to provide objective input to facilitate business decisions (wise smart and good decisions)” “SQA keeps internal stakeholders aware of all the issues that relate to shipping a product” Some friends of mine in Washington State have a similar purpose for the testing role! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Purpose To be an effective SQA manager you must be an “on purpose” SQA manager On Time On Quality On Budget Are meaningless unless you are On Purpose Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Purpose of SQA Team The E-SQA Manager on Service Model We have a service model for SQA generalized to Software Engineering Metrics collection tracking as a service Analysis as a service Configuration management and construction as a service Integration and System testing services Formal inspection services Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Purpose of SQA Team On the E-SQA Service Model We like to ensure that the customers of our service are Raving Fans! A Raving Fan customer is a customer who is not just satisfied, but is so excited that they are like a walking, talking sales promotions department! If you really want a booming business you need raving fans! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service Three Secrets to Raving Fan SQA DECIDE WHAT YOU WANT DISCOVER WHAT THE CUSTOMER WANTS DELIVER PLUS ONE PERCENT Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DECIDE WHAT YOU WANT Create a clear vision of what you want the SQA department to be like at some time in the ideal future The vision should be of the internal customer using the services offered by the team Have a good idea of what is excellence! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DISCOVER WHAT THE CUSTOMER WANTS Identify who in the organization are your customers Not just the leads and managers but all those touched by your service Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DISCOVER WHAT THE CUSTOMER WANTS On an individual basis find out what they expect from your team, what type of products, services, information, data etc. (be polite and try to get specific not vague input) Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DISCOVER WHAT THE CUSTOMER WANTS Developers want clear bug descriptions which help them find and correct the associated defects Management wants the status of the product in terms of what works, what does not work, how close is the product to something which can he shipped! Help Desk support people want good descriptions of a work around for all of the bugs we decide to leave in the product so that they can help end users Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DISCOVER WHAT THE CUSTOMER WANTS As required adapt your vision to mesh with that of the internal customers If there are wide gaps and gaping holes consider redirecting the customer to some other department or organization (do not try to be all things for all people) Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DISCOVER WHAT THE CUSTOMER WANTS Sales may expect SQA to provide platform recommendations In this case, you should redirect the customer to Product Management and make sure that it is clear that you do not provide that service Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DISCOVER WHAT THE CUSTOMER WANTS End-user support may expect SQA to provide a work around for bugs left in the product If this is a service you intend to offer make sure it is part of your teams work on any project and take care to document in a clear straight forward manner any work around Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DISCOVER WHAT THE CUSTOMER WANTS End-user support may expect SQA to provide a work around for bugs left in the product Do we provide this in a language our end users should understand or in a language our customer service representatives understand! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT With a vision in hand establish a strategy which will allow you to deliver Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT Baby steps are the order of the day! We do not jump from the current state to the ideal vision in one step Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT On each project implement some process change which brings you closer to the ideal Consistency, consistency, consistency Consistency creates credibility! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT Inconsistency can destroy a lot of built up good will and productivity Bug reports descriptions varying depending on who wrote the report can make the whole team look incompetent even if it is only due to the fact that one junior tester was taking a great initiative to help out in an area he was not familiar with Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT The way you treat one project should be the same way you treat all projects! Do not try to add all sorts of new process steps or deliverables until you can consistently deliver what is presently required Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT Example BABY STEPS Bug Graph - update it once a week, consistently, accurate, punctual, available Bug Graph - update daily ONLY after weekly is working perfectly Bug Graph - on demand in real time ONLY after daily is working perfectly Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT Meet first and then exceed customers expectation If the customer expects a great test plan outline with coverage of all features, ensure this is consistently met before adding requirement tracing or usage scenarios Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service DELIVER THE VISION PLUS ONE PERCENT Figure out how to measure whether you are generating Raving Fan Internal Customers Do they come back for more help, advise, guidance Do they use the deliverables Are they excited? Are they having fun? Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Getting to Raving Fan Service Of course getting to Raving Fan Service is not a one man job The leader has to have the vision but the vision must be consistent with the purpose And then you have to get the people involved! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People The second P is “People” It is all about people! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People It’s all about people! (and the occasional bug too) Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People E-SQA Manager: It certainly makes a big difference if people are in SQA because they want to be in SQA rather than otherwise With a smaller team of people who liked to work in SQA you can be more productive that with a larger team including staff who did not want to work in SQA Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People If you want to get “Raving Fan Customers” for SQA you will need to have “Gung Ho” staff to deliver the service! You should read “Gung Ho!” also by Ken Blanchard and Sheldon Bowles which talks about how to increase Productivity, Profits and Prosperity by having a “Gung Ho!” team! People who are excited about going to work and being productive! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People The basics about “Gung Ho” staff Worthwhile work Important Leading to shared goals Value driven Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People The basics about “Gung Ho” staff In control of achieving the goals Well marked territory Listen to and respect Able but challenged Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People The basics about “Gung Ho” staff Cheering others on Feedback timely and true Keep score and cheer progress Enthusiasm Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People E-SQA Manager When I was starting out in SQA management I believed that “Happy people are productive” I used to take the gang out for a beer or to the ball game We partied and had a great team spirit Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People E-SQA Manager But it didn’t make things work better at the office In fact in some ways it was worse because people were more focused on the social extra curricular activities than on the job at hand! Something was missing Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People E-SQA Manager Then I learned that the more appropriate model was that “Productive people are happy” If people have a clear important role, are allowed to succeed, and are given solid timely feedback So now I focus my management efforts on my people and ensuring that they are and want to be productive! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People E-SQA Manager We still have parties to celebrate important achievements and project milestones and even sometimes to highlight individual success, but we are celebrating the productivity of people not celebrating to make people productive! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People E-SQA Manager Feedback is the “Breakfast of Champions” Remember feedback is about the behavior not the person Next time we can do better by trying this instead of that Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People E-SQA Manager offered some tips about managing people Different Strokes for different folks at different times! Adapt leadership style to the situation Choose leadership styles deliberately! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People 4 Basic Situational Leadership Styles Directing Coaching Supporting Delegating Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People Directing Leadership Tell people specifically what to do Provide constant feedback, praising and redirection Used when someone is new to a task and uncertain as to how to successfully achieve the task Used sometimes in an emergency situation Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People Coaching Leadership Provide guidance and advice on how to achieve goals based on input from staff Does not need close direction but needs to learn how to achieve success Used when someone has a proven track record but is new to this specific task Team member is mature enough to ask for assistance Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People Supporting Leadership Staff participate in decision making with leader Staff works with leader to establish goals and milestones Person can work quite autonomously but needs leaders help Team member is mature Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People Delegating Leadership Staff is given broad goal and parameters and then takes full ownership of task Constant feedback is not required and the need for it is driven by team member mostly to confirm that big picture business drivers have not changed Team member is capable of successfully achieving assignment Team member is autonomous Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People SQA Bill Of Rights Right to know the business context for assigned activities. Staff must be able to answer the question: “What is the business reason for doing this assigned activity?” Right to know what it means to finish assigned activity Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People SQA Bill Of Rights Right to know what software being tested is supposed to do and if assumptions are to be made the right to double check with product or development management before testing activity starts Right to get software which the development team honestly believes works Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People SQA Bill Of Rights Right to have fun at work Right to learn new work methods, techniques and technologies Right to try out innovations which may fail Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People SQA Bill Of Rights Right to speak directly with developer responsible for code being tested Right to report a bug discovered even if it may already be in the bug list (never loose a bug) Right to know how much effort to spread across a testing assignment Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People Earn Respect You must earn respect From peers From customers From stakeholders Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

People Human Side The human side of the equation is the most unpredictable There is always something you do not know Problems at home Peer personality conflicts Poor self-esteem of team members Be sensitive, clear, firm and honest Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Baby Step Innovation On each project implement two innovations Technical or technology innovation Process or management innovation Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Baby Step Innovation Ensure that all projects operate within a couple of innovations from each other Every project is a pilot project for some innovation Pull innovation if it does not look promising after being given a fair chance Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Have effective meetings As few people as possible Efficient use of time Separate project meetings from team meetings Team meetings invited guests, info from exec Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Be punctual at all times An SQA Manager must set an example Be on time in all matters at all times If you expect your people to deliver on time you must deliver on time Make sure administrative issues, pay issues and all people issues are dealt on time Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process It is really quite simple All you have to do is always MAKE AND KEEP COMMITMENTS! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Off Site SQA Team Retreats Focus on what can be changed Look at past recent experience All team members come prepared Capture results and recommendations Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Project Post Mortem Review Key team members bring lists 5 excellent things to be encouraged in future projects 5 things that could have been done better and should be improved in future projects A couple of specific recommendations or personal comments Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Project Budgets Need to know how many resources to commit to project Effort based and spread across project in rational way Reviewed and revised frequently with project stake holders Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Practical Process Staffing Have access to contract resources to increase capacity for short bursts during crunch periods Good test scripts and plans help Have permanent staff coach contract staff for leverage Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

About Bugs Bugs are not Good or Bad Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

About Bugs Some bugs are important and have a high priority! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

About Bugs Some bugs are dangerous and have a high severity! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

About Bugs Setting the priority and severity of a bug is a business decision Changing business conditions impact the priority and severity of a bug! Always review previous decisions in light of changing business context Ensure staff assigning priority and severity are aware of all relevant business drivers Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Bug Quadrants Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Business Decisions SQA: Development: Product Management: Objective input Development: Technical implementation Product Management: Customer driven requirements Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Quadrant Changing Same technical bug can be in a different quadrant depending on the business context Monitor business drivers! Focus find and fix quadrant -1- bugs high priority/high severity Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Finished? How do you know you are finished? Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

You know you are finished when … … the only bugs left are the ones that Product Management and Development agree are acceptable (based on objective SQA input) ... Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

You know you are finished when … … the only bugs left are the ones that Product Management and Development agree are acceptable (based on objective SQA input) … At least for now! Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000

Thank You Questions? Saturday, December 01, 2018Saturday, December 01, 2018 © Robert Sabourin, 2000